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Accesibility issues As a person with a cognitive disability, I find it easier to communicate via E-mail or social media. Some barriers I encounter with using the phone are language and accent barriers and I have a hard time deciding on what words to use to describe the issue. I find using a computer or e-mail removes those barriers and I try to do business with companies that use US based call centers. I can normally use the phone but it is much easier if I know the person and they know how I communicate. I find it much easier to type than it is for me to speak (particularly when it comes to negotiating). I have had to authorize my mother to negotiate with service providers on more than one occasion.
Hold times can create access barriers as well, particularly with individuals with ADHD or sleep disorders (falling asleep while waiting).
The Direct Support forums on DSLR are a lifesaver when it comes to getting things with Comcast (my house) or Time Warner (at Grandma's house) resolved.